What are we looking for?
VBA is seeking a motivated and experienced Client Success Manager to join our rapidly growing business. This role is pivotal in ensuring our healthcare payer clients achieve maximum value from our software solutions. In this role, you will work closely with our clients to understand their needs, help them maximize the value of our software solutions, and ensure a positive and impactful experience. The ideal candidate is a proactive problem solver with a deep understanding of the healthcare payer industry and a passion for delivering exceptional client service and creative solutions. As a client advocate, you will ensure that VBA effectively addresses client challenges and consistently meets or exceeds their expectations. You will report directly to senior management and play a key role in enhancing client satisfaction and loyalty.
Location: Remote
Travel: Up to 10% travel to client sites
What can you expect from VBA?
VBA Software is a leading-edge healthcare technology company dedicated to providing innovative, scalable, and secure solutions for healthcare payers. Our team of innovators, creators, and problem solvers is passionate about making a difference in people's lives by delivering technology that truly matters. We thrive on challenging the status quo and delivering solutions that exceed expectations while having fun and working collaboratively.
Required Skills and Experience
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Experience: 5+ years of proven experience in customer success, account management, or a related role within the B2B SaaS industry. Experience in the healthcare payer space is highly preferred.
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Healthcare Technology: 2+ years of client support experience for healthcare insurance-related technology such as claims administration platforms, portals, and/or analytics platforms.
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Client Relationship Management: Experience in managing client relationships and guiding overall client experience.
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Communication: Excellent communication and interpersonal skills with the ability to build rapport and trust with clients.
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Problem-Solving: Proactive and solution-oriented mindset with strong problem-solving abilities. Ability to manage escalated client issues with speed and urgency, first proposing solutions to clients before engaging resources across the company.
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Independence: Ability to work independently and be resourceful when confronted with ambiguity. Ability to manage multiple clients and projects simultaneously, prioritizing effectively to meet deadlines.
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Collaboration: Partner with internal resources to foster accountability for both your team and the client.
What do we consider a plus?
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Industry Knowledge: Experience with payer technologies, claims/benefits administration, third-party administrators, or health plans.
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Technical Proficiency: Familiarity with SaaS software solutions, EDI interfaces, and APIs.
Key Responsibilities
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Client Relationship Management: Establish and maintain strong relationships with assigned clients, understanding their business goals and priorities. Act as a trusted advisor and primary point of contact for assigned clients, providing guidance on utilizing VBA solutions effectively. Successfully manage client expectations and effectively protect the VBA roadmap.
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Product Expertise: Develop an in-depth understanding of our software solutions and the healthcare payer industry. Provide clients with expert guidance and best practices to maximize their use of our products. Gather client feedback without setting expectations for custom enhancements.
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Project Management: Oversee post-implementation projects including additional interface requests and partner integrations. Manage iterative implementation projects for established clients.
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Client Advocacy: Serve as a liaison between clients and VBA's internal teams, ensuring our teams understand and meet client needs and goals. Advocate for clients within the company to ensure their challenges are addressed promptly.
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Client Health Monitoring: Monitor overall client health and relationship strength. Proactively identify potential areas for opportunity and share feedback with internal parties, as necessary to drive continued health and anticipate client renewals.
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Support and Training: Act as a resource on VBA products for basic questions and training, engaging the help desk or product teams as necessary. Monitor support channels and client escalations with urgency and transparency.
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Status Updates and Reporting: Conduct regular check-ins and reviews with clients to assess their satisfaction and identify any potential issues. Provide proactive support and problem-solving as needed. Own the reporting of updates on open items during ongoing client status calls, and provide regular reports to management on client success metrics and initiatives.
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Feedback Loop: Collect and analyze client feedback to inform product development and improvement initiatives. Share insights with the product teams to help shape the future of our solutions.
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Solution Recommendation: Understand technical solutions for SaaS software, including EDI interfaces and APIs, and recommend best practices and solutions to clients.
What can VBA offer you?
Work/Life Balance:
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Remote/Hybrid Schedules
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Time off:
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11 Paid Holidays
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160 hours of PTO
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Volunteerism Day
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1 week paid Paternity Leave
Financial Health-Company Sponsored Benefits:
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Life insurance-$500,000 guaranteed issue
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Short- and long-term disability insurance
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Employer match on employee 401(k) contributions
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Broadband Reimbursement up to $120
Health & Wellness:
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Health Insurance (3-Medical Plan Options)
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Dental- Company sponsored benefit
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Vision- Company sponsored benefit
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Employee Assistance Program
VBA is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.